Responsibilities:

• Manage and coach people under direct supervision, ensuring they have the right level of technical competencies and the proper soft skills to offer effective support to the projects and to enhance effectiveness of available knowledge and training content;
• Develop team members through coaching and mentoring, evaluate performance;
• Work in close liaison with the appropriate parties, including Project Specialists and Management roles, to ensure that service delivery to the customer is of the highest standard, in accordance with Stefanini quality and project related procedures and work instructions;
• Reporting progress, issues and problems to the appropriate parties, giving suggestions to optimize service offered and work processes;
• Support launch activities around new projects or existing accounts expansion;
• Has to step in and have continuously direct client interaction;
• Fostering co-operation and team spirit: assessing trainers, advising on selection and training needs;
• Ensuring internal communication: holding monthly team meetings and monthly one-to-one meetings and team building;
• Participating to Recruitment processes (interviews, feedback sharing);
• Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems;
• Taking care of new starters, introducing them to the team, their tasks and role